Refund policy

Refund Policy

Last updated: September 21, 2026

At STEEPSTILL LLC, we are committed to providing a clear, fair, and reliable purchasing experience.

We sell digital educational tea guides designed to help beginners understand tea styles, improve everyday brewing, explore simple food pairings, and create enjoyable tea routines at home.

Because our products are delivered electronically and may be accessed immediately after purchase, different refund conditions apply compared with physical products.

1. Company Information

STEEPSTILL LLC
EIN: 98-1973546
8206 Louisiana Blvd NE Ste A 9363
Albuquerque, NM 87113
United States

Email: contact@steepstill.com
Phone: +1 (505) 628-5362
Website: steepstill.com

2. Products Covered

This Refund Policy applies to all digital products sold through steepstill.com, including:

Tea selection guides
Tea brewing guides
Tea and food pairing guides
Tea ritual and lifestyle guides
Downloadable PDF ebooks
Educational tea resources
Digital collections and bundles
Related downloadable content

All products currently offered through our website are delivered electronically unless expressly stated otherwise.

3. Digital Products

Because our products are digital and may be made available immediately after successful payment, purchases are generally considered final once the digital content has been delivered, accessed, or downloaded.

Refunds may nevertheless be available in the circumstances described in this Policy or whenever required by applicable law.

Nothing in this Refund Policy excludes, restricts, or limits any mandatory consumer right that cannot legally be excluded.

4. Withdrawal or Cancellation Rights

Depending on the laws applicable to a customer's purchase, certain withdrawal or cancellation rights may apply.

Where permitted by applicable law, such rights may cease once delivery of digital content begins if the customer has expressly requested or consented to immediate access and acknowledged that beginning delivery may affect or end the applicable withdrawal or cancellation right.

Mandatory consumer rights will always be respected.

5. When a Refund May Be Available

You may contact us to request a refund or review if:

You were charged more than once for the same purchase.
You received a different digital product from the one purchased.
The digital file is corrupted or cannot be opened.
The download or access link does not work.
You did not receive your digital product after successful payment.
A technical problem on our side prevents access.
You were charged an incorrect amount.
A transaction was made without your authorization.
You purchased the wrong guide and have not yet accessed or downloaded it.
A refund, replacement, cancellation, or other remedy is required under applicable law.

Where appropriate, we may first attempt to resolve a technical or delivery issue by providing a replacement file, corrected download link, or reasonable technical assistance.

6. Change-of-Mind Refunds

Except where applicable law provides otherwise, we generally do not provide refunds when:

You simply change your mind after purchasing.
You no longer want or need the guide.
You have already accessed or downloaded the digital content.
You purchased the wrong guide despite clear product information.
You did not read the product description before purchasing.
You expected information not included in the product description.
You do not personally like the writing style, illustrations, examples, format, or recommendations.
A particular brewing method or tea pairing does not produce the result or flavor you expected.

Nothing in this section limits mandatory consumer rights.

7. Technical Problems

If you experience difficulty downloading, accessing, or opening your digital product, please contact us.

Where appropriate, we may:

Send a new download link.
Resend the purchased guide.
Provide a replacement file.
Correct an access issue.
Provide reasonable technical assistance.

If a technical problem on our side prevents us from supplying the purchased product and cannot reasonably be resolved, a refund may be issued where appropriate.

8. Reporting a Problem

We recommend contacting us within 14 days of purchase if you experience a technical, delivery, payment, or access problem.

This 14-day period relates only to reporting customer service issues.

It is not our response time and does not reduce, replace, or limit any longer mandatory consumer right that may apply.

9. How to Request a Refund or Review

Please contact:

contact@steepstill.com

Where available, include:

Your full name
Email address used for the purchase
Order number
Product purchased
Purchase date
Brief description of the issue
Screenshots or supporting information where appropriate

10. Response Time

We aim to review and respond to refund requests and customer service enquiries within a maximum of 2 business days, Monday through Friday, excluding public holidays.

Requests received during weekends or public holidays will begin to be processed on the next business day.

11. Duplicate Charges

If you believe you were charged more than once for the same purchase, please contact us.

Once verified, any duplicate charge will be refunded to the original payment method.

12. Incorrect Digital Products

If you receive a digital product different from the one purchased, please contact us.

We will normally provide access to the correct product.

If we cannot provide the purchased product, a refund may be issued where appropriate.

13. Unauthorized Transactions

If you believe that a transaction was made without your authorization, please contact us promptly.

We may request reasonable information necessary to identify and investigate the transaction.

Nothing in this section limits rights available through your bank, card issuer, payment provider, or applicable law.

14. Approved Refunds

Approved refunds will generally be issued to the original payment method.

Once STEEPSTILL LLC has processed a refund, the time required for funds to appear may depend on the customer's bank, card issuer, payment provider, or financial institution.

Third-party processing times are outside our direct control.

15. Tea Preparation Disclaimer

Our guides provide general educational information about tea selection, brewing, pairing, and everyday tea routines.

Results may vary depending on factors including:

Tea type
Leaf quality
Water quality
Water temperature
Brewing time
Tea-to-water ratio
Brewing equipment
Personal taste preferences
Food pairings

STEEPSTILL LLC does not guarantee identical results for every customer.

16. Taste Is Personal

Tea taste is subjective.

Our guides are intended to help customers explore and better understand their own preferences.

We do not guarantee:

A particular flavor profile.
A specific tasting experience.
Professional-level tea expertise.
Identical results with different teas or brewing methods.

17. Food Pairings and Allergies

Our guides may discuss foods and ingredients that can be enjoyed alongside tea.

Customers are responsible for:

Checking ingredient labels.
Considering allergies or intolerances.
Deciding whether a food or beverage is suitable for their circumstances.
Considering cross-contamination risks where relevant.

Our guides do not provide individualized medical, nutritional, dietary, or allergy advice.

18. Hot Water and Equipment Safety

Tea preparation may involve hot water and kitchen equipment.

Customers remain responsible for:

Handling hot water safely.
Using kettles and brewing equipment according to manufacturer instructions.
Keeping hot liquids and equipment away from children where appropriate.
Using suitable containers and accessories.

19. Third-Party Products

Our guides may refer generally to:

Tea
Kettles
Teapots
Infusers
Cups
Food products
Other tea accessories

STEEPSTILL LLC does not manufacture or control these third-party products and cannot guarantee their availability, quality, safety, pricing, specifications, or continued production.

20. No Guarantee of Results

Purchasing or using our guides does not guarantee:

Perfect tea preparation.
A particular flavor experience.
Professional tea knowledge.
Specific improvement within a particular period.
Financial savings.
Any particular lifestyle outcome.

Individual experiences vary.

21. Fraud and Abuse

STEEPSTILL LLC may refuse a refund request where there is reasonable evidence of fraud, false information, intentional abuse of this Policy, repeated misuse of refund requests, unauthorized redistribution, or attempts to obtain digital products without legitimate payment.

Each request will be evaluated individually and subject to applicable law.